FREE UK NEXT DAY DELIVERY - ORDER BY 4PM
We Ship Worldwide! - Please read down the page to see all our options and terms for shipping.
Brexit Impact on Customs charges: if you are buying from us and are based abroad you may be charged customs duties by your government.
All charges to do with importing goods are the responsibility of the customer. We don't have any control over customs charges levied by governments around the world on the importation of goods.
Every country has its own specific rates for duties and it's worth frequenting the possible charges you may incur as a result of buying goods from an international seller. Please be aware your delivery timeframe may be affected by custom clearance, in some cases the package can take up to 30 days to be cleared through customs. It is the customers responsibility to contact the shipping company or customs department directly for assistance with customs clearance.
Please note, any order that's declined/refused delivery by the receiver due to a customs charge reason will only get refunded on the successful return of the item to us and we will refund the full order amount minus any customs charges or return postage fees and the initial postage payment (if any) applied to the shipment that we have to pay as a result of you refusing the order.
Dispatch times –
All orders placed (excluding Pre Order items) will be dispatched within 1-3 working days, excluding bank holidays.
If your order is placed over the weekend or a bank holiday, it will be shipped on the next working day.
If you place a Pre Order, your order will be shipped as soon as stock arrives, you will have priority over the incoming stock and you will be notified via email once dispatched. All pre order time frames are an approximate guide only and are subject to change depending on manufacturing or shipping delays.
Our daily shipping cut off times and collections for each service are –
DHL Express – 1:30pm (collection 1:45pm Monday to Friday)
Deutsche Post – 1:30pm (collection 1:45pm Monday to Friday)
Royal Mail – 4pm (collection 4:15pm Monday to Friday)
Christmas & New Year Posting Dates –
UK - Royal Mail:
If opting for our Tracked 48 delivery option, to receive before Christmas the latest recommended order date is 18th December 2024 (Order before 4pm).
If opting for Next Day Delivery, to receive your package before Christmas the latest recommended order date is 23rd December 2024 (Order before 4pm).
DHL & Deutsche Post - International orders:
To receive your order before Christmas, if you select the DHL Express International Tracked & Signed shipping method, please see the details below:
Europe - 20th December 2024 (Order before 1:30pm GMT)
USA - 19th Decemeber 2024 (Order before 1:30pm GMT)
Rest of the world - 17th December (Order before 1:30pm GMT)
To receive your order before New Year, if you select the DHL Express International Tracked & Signed shipping method, please see the details below:
Europe - 27th December (Order before 1:30pm GMT)
USA - 23rd Decemeber (Order before 1:30pm GMT)
Rest of the world - 20th December (Order before 1:30pm GMT)
Please note, delivery timeframes are not guaranteed & may be delayed during the busy festive period. We would advise ordering before the last posting dates to allow time for any unforeseen delays.
Order amendments –
Once an order has been placed you have 30 minutes to make any amendments or cancellations. Please note once the order has been dispatched, we cannot guarantee we will be able to stop the package and to make your requested amendments so we do recommend double checking your order
and details thoroughly before checking out.
Dispatch issues we may contact you regarding –
We may need to contact you prior to dispatch if we require additional information from you/or there are any issues with your order. We will place your order on a hold and contact you via the email address provided for the order. Please note, your order will remain on hold until we have a response
from you. We will resend the email if we do not have a response every few weeks. Below is a list of reasons we will contact you –
● Name or address incomplete – In order for us to ship your package we require a first and last name to ensure the couriers can deliver. If you are ordering from outside of the UK a full name is required for customs purposes. If our system flags your address as incomplete, we will contact you to confirm the correct address. Please note all names and addresses must be
in English.
● Phone number missing – A phone number must be provided for your order to allow the couriers to deliver, they may use this to contact you if there is an issue with your delivery.
● ID number required (International only) – For customs purposes some countries require your unique ID number which can be found on your ID card or passport.
● High value order (International only) – If your order is of a high value (£350 GBP or over) we will contact you as your package must be dispatched with insurance which costs £12.
Insurance can only be applied to DHL Express shipping so if you have chosen our Standard shipping you will need to upgrade the shipping service. Our team will send you a unique payment link via email for the insurance and Express shipping upgrade.
● PO box address or Military address (DHL only) – Unfortunately DHL cannot ship to a PO Box address or a Military address. If you have selected DHL with this type of address, we will contact you. You can either amend your address or we can ship your package with Deutsche Post (if your order is of a high value we will need to amend the address as it will need to be sent with DHL).
● Remote or restricted area (DHL only) – If you live in a designated remote area (a list can be found on DHL’s website) we will contact you as a surcharge will be applicable. Usually this cost will be £10-£25. Unfortunately, the remote area surcharge is not a charge applied by Foxy Locks and is applied by the postal/courier service used.
● Out of stock item – Unfortunately on some occasions we may run out of stock of your chosen item after your order has been placed due to the stock being very low at the time of ordering. By the time the order comes through to us we may have run out so we will contact you to offer you either an order amendment to an in-stock item, we can place the order on pre order for once stock becomes available or we can cancel and refund the order.
● Overweight order (Deutsche Post only) – Deutsche Post has a weight restriction of 2KG. Any package sent with this service that is over the weight limit cannot be processed. If your package weighs over this limit, we will contact you to help upgrade your shipping to DHL Express or ship your package in two packages (additional shipping fees will apply for both options).
Shipping time frames –
Each shipping service has a different time frame for delivery, below we have the shipping service time frames and how long it may take to arrive to you after dispatch. All items are sent from the UK. Foxy Locks do not open on UK Bank Holidays or Public Holidays. This means your order may be delayed in delivery. Please contact us before ordering at these times to ensure you fully understand the expected delivery dates during these times.
DHL Express – DHL Express takes approximately 2-3 working days for delivery. Please note it may take slightly longer than this if the package gets delayed or held in customs. DHL will contact you via email or phone if they require any additional information from you to enable delivery.
Deutsche Post – Deutsche Post is a standard shipping service which takes approximately 5-15 working days for delivery. Once shipped, your package will be taken to Deutsche Post’s depot in Germany and sorted. Once sorted it will be handed over to your countries postal service for delivery, you will be able to track it via their website using the same tracking number.
Royal Mail - Next day delivery will arrive on the next working day (excluding bank holidays). Standard Tracked delivery takes approximately 2-3 working days for delivery. Our colour swatches are shipping with a 2nd class service which is a 2-3 working day service, this service is not trackable.
How to track your order –
Once your package has been shipped you will receive a confirmation email containing your tracking number, this email may go into your spam/junk email. To track your package please follow the link below depending on the shipping service you have selected and enter your tracking number –
DHL Express - https://www.dhl.com/gb-en/home/tracking.html
Deutsche Post - https://www.deutschepost.de/en/s/shipment-tracking.html
Royal Mail - https://www.royalmail.com/track-your-item
Delivery information –
Once your package has been dispatched it is your responsibility to keep track of it using the tracking number provided, this way you can be notified of any potential delays with delivery. If you are not home when the package is due for delivery, the courier will either attempt redelivery on the next working day or they will leave the package with a neighbour. If they attempt delivery a second time with no response, they will take your package to your local depot and you can then arrange redelivery via their website or you can collect the package (you will need a photo ID for collection).
All Foxy Locks packages are sent with a signature required service for security purposes. If you wish to have the package left in a safe place you are able to opt for signature release via the courier’s website (DHL only). Please note that if you choose to opt for signature release or ask for the item to be left in a safe place or with a neighbour, FOXY LOCKS Ltd and the courier cannot be held responsible for any loss or damage that may occur once your order has been delivered. We do not recommend removing this feature.
Customs fees and information –
If you are placing an order from outside of the UK please note a customs charge may be applied to your package, in order for the package to be delivered this must be paid. All charges to do with importing goods are the responsibility of the customer. We don't have any control over customs charges levied by governments around the world on the importation of goods. Every country has its own specific rates for duties and it's worth frequenting the possible charges you may incur as a result of buying goods from an international seller. Please be aware your delivery timeframe may be affected by custom clearance; in some cases, the package can take up to 30 days to be cleared through customs. It is the customers responsibility to contact the shipping company or customs department directly for assistance with customs clearance. Please note, any order that's declined/refused delivery by the receiver due to a customs charge reason will only get refunded on the successful return of the item to us and we will refund the full order amount minus any customs charges or return postage fees and the initial postage payment applied to the shipment that we have to pay as a result of you refusing the order.
Return to sender –
Please note if your order is returned to sender for any reason, we cannot process a refund or replacement until the package arrives successfully back to us. Royal Mail will hold your package for up to 18 working days before they will return it back to us if a redelivery is not scheduled or the package is not collected. If they return it back to us, they will send it with the service you originally selected. DHL return to sender shipments usually arrive within 5 working days, this may be longer if there is any outstanding information they require or it faces delays at their depot.
Deutsche Post return to sender shipments can take some time to arrive. They send them back via a standard low priority service, on some occasions it can take a couple of months to arrive back to us. If your package is returned back to us, we will contact you once it arrives successfully back to our
warehouse. We can offer you a refund (minus your original shipping fee and any return/outstanding duty charges if applicable) or we can reship your package to the same or a new address. If you opt for reshipping, please note we will need confirmation of the full and correct delivery address and we will need to collect payment for reshipping.
Missing parcels –
If you suspect your package has gone missing in transit or it has been misdelivered then you must reach out to us as soon as possible in order for us to help. Please note if you have not received your package, we cannot offer a refund or replacement until a claim has been submitted and the couriers declare the package officially missing in transit. Each shipping service has a different policy for missing parcels and a different timeframe for when you can open a claim/investigation. Below are the time frames –
● DHL Express – We must contact DHL to open an investigation before a claim can be opened. We must allow up to 10 working days for DHL to respond. They will either successfully locate the package and deliver it correctly to you or they will deem it missing in transit. If they deem it missing in transit, we can then open a formal missing parcel claim. Claims take approximately 14 business days to be completed, once they have an outcome, they will let us know and we will then contact you right away to update you. We have 30 days from the day of dispatch to open a claim, any time after this timeframe we cannot guarantee DHL will accept a claim and therefore we cannot provide any compensation.
● Deutsche Post – We must allow 15 working days to pass from the day after dispatch before we can contact the couriers to open a missing parcel claim/investigation, as if submitted any sooner they will reject it. They will either successfully locate the package and deliver it correctly to you or they will deem it missing in transit and we can then offer you a refund or replacement for the order. Claims can take up to 8 weeks but in some occasions, we will receive the outcome sooner than this. We must allow 8 weeks to pass before we can chase a claim as per the couriers claim policy. Missing parcel claims must be submitted within 60 days of dispatch, any time after this time frame we cannot guarantee the couriers will accept a claim and therefore we cannot provide any compensation.
● Royal Mail – We must allow 5 working days from the due delivery date for next day delivery shipments and 7 working days for tracked or 2nd class delivery shipments before we can open any investigation or claim. We must open an investigation before we are able to open a formal missing parcel claim. Investigations can take up to 72 hours for a response, they will either successfully locate the package and deliver it correctly to you or they will deem it missing in transit. If they deem it missing in transit, we can then open a formal missing parcel claim. If we raise a missing parcel claim we must allow 30 working days to hear the outcome.
If your package is showing as delivered, we must open a denial of receipt claim. On occasions delivery may be made to your neighbour (not necessarily the property next to, or directly opposite you), so please check with all possible neighbours before contacting us.
For Deutsche Post shipments we will need to send you a Dispute Form to fill out. You will need to complete it and then scan & send to us so that we can then file a claim on your behalf. Without that Dispute Form we cannot assist further, and orders scanned & marked as delivered will be considered as completed. We may also require further evidence, such a photo, of your front door to compare it to the photo provided by the couriers for proof of delivery. If this evidence is not supplied, we cannot assist you unfortunately as we cannot open a claim without this.
If the package is confirmed as delivered, we cannot offer a refund or replacement unfortunately. We can appeal their decision but we must provide further evidence for them to review that shows it was not delivered correctly.
Missing or damaged contents –
If your package was damaged in transit or an item you purchased is missing from the package we will need to open a claim with the couriers. We will need to be contacted right away and you will need to retain all mailing bags and paperwork to support the claim. If you contact us after the claim time frame, we will be unable to assist unfortunately. If the claim is successful and the courier confirms the item was damaged or went missing whilst in transit, we can either offer a full/partial refund or replace it. If you are in possession of the item and it is damaged, we may require it to be returned back to us so we can replace it for you, if we require a return, we will provide you with a pre-paid label and give you instructions on how to return.